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Service Delivery Manager

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HotSchedules Corporate

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Location:
United Kingdom , Macclesfield, London

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Service Delivery Manager is a senior operational and service role accountable for ensuring the successful delivery of high-quality end-to-end services to customers. This role encompasses deep operational with technical acumen, hands-on service management, responsible for service quality, reliability, and continuous improvement across the Technology teams. With key focus on service outcomes, operational excellence, and stakeholder alignment, the Service Delivery Manager plays a key role in delivering service effectiveness in alignment with business objectives.

Job Responsibility:

  • Accountable for high-quality end-to-end service delivery to customers
  • Aligns service outputs with business goals, SLAs, and industry standards
  • Manages the delivery of Technology services to meet agreed SLAs and performance targets
  • Implements and oversees robust and scalable Technology processes such as Incident, Problem, Change, Release, Defect, Service design, and Transition
  • Oversee the resolution lifecyle for high priority defects impacting customers by actively engaging with the Support and Customer-facing teams
  • Acts as the primary contact point for escalations regarding service delivery issues
  • Coordinates with cross-functional teams (e.g., Product, Engineering, Cloud Operations, Support, Customer Success) to ensure any priority escalations are identified and owned
  • Articulates risks and progress clearly to stakeholders and drives issue resolution plans
  • Leads the design, planning, and execution of multiple inter-department service delivery projects within scope, time, and budget
  • Supports audits and compliance requirements such as SOC related to Technology service management
  • Ensures all service deliverables meet quality, security, compliance standards
  • Drives the adoption of ITIL best practices across the Technology organization
  • Drives continual improvement initiatives though the adoption of AI tooling
  • Owns the overall Service KPI, metrics, and reporting to Senior Leadership

Requirements:

  • 5+ years in service delivery management
  • Experience with a Software as a Service (SaaS) delivery model
  • Experience in Agile/DevOps environments
  • Strong technical knowledge and deep understanding of IT Service Management (ITSM) frameworks and ITIL best practices
  • Demonstrable experience in managing incidents, problems, changes, and releases
  • Experience with Cloud, Colo, and Hybrid environments
  • Experience in performance metrics analysis and reporting
  • Excellent leadership and communication skills, with the ability to interact professionally with a diverse group of stakeholders, managers, and subject matter experts
  • Proven ability to manage multiple projects, ensuring they are delivered on time, within scope, and on budget
  • Skilled in Agile/Lean delivery
  • Project management skills (PRINCE2, PMP is a plus)
  • Familiarity with compliance standards such as SOC2
  • Knowledge of ISO/IEC 20000 or other IT/Technology service management standards
  • Assertive, excellent communication, analytical, problem-solver, and decision-making skills
  • Skilled in conflict resolution and influence
What we offer:
  • 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays
  • Flexible working hours and hybrid working environments
  • Wellness activities and a lot of pampering included
  • Gym subscription discounts
  • Laptop and equipment
  • Healthcare expense claim tools
  • Certifications
  • Annual meet ups
  • Enhanced parenting scheme
  • Cycle to work scheme and season ticket loan provided
  • Pension and life insurance
  • On demand pay tools for you to be able to access salary even before the end of the month

Additional Information:

Job Posted:
January 25, 2026

Work Type:
Hybrid work
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